Contact Centre Product Lead

Department-of-Education-1; Melbourne; In loco; AUD 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

The Department of Education Victoria invites applications for a senior role overseeing the contact centre platform. The position focuses on developing and maintaining the strategic product roadmap, driving platform enhancements, and supporting digital and omni-channel customer engagement solutions.

Responsibilities include monitoring platform health and vendor performance, coordinating delivery across service and architecture teams, and contributing to investment planning and governance.

Descrizione del lavoro

Key ResponsibilityProduct Strategy and Roadmap*; Develop and maintain the strategic roadmap for the contact centre platform.*; Identify opportunities for platform enhancement and future-state capabilities.*; Present recommendations through architecture and governance forums.*; Support the transition towards digital and omni-channel customer engagement solutions.Operational Performance and Resilience*; Monitor platform health and vendor performance against agreed service levels.*; Support incident management, risk mitigation, change planning, and service improvement activities.*; Drive adoption of best-practice release, testing, and platform management processes.Stakeholder Engagement*; Build strong relationships across internal contact centre teams and business stakeholders.*; Facilitate forums and feedback mechanisms to understand user needs.*; Translate business requirements and feedback into actionable product improvements.Governance and Delivery*; Coordinate delivery activities across service, architecture, and operational teams.*; Ensure alignment with security, procurement, and governance requirements.*; Contribute to investment planning, business case development, and strategic decision-making.Commercial and License Management*; Monitor and optimise licensing utilisation and costs.*; Identify opportunities for commercial efficiencies and entitlement optimisation.*; Support vendor and contract management activities.Desirable Qualifications and ExperienceWe're looking for a collaborative and customer-focused professional who combines strong product leadership capabilities with a pragmatic approach to operational technology management.Essential Skills*; Strong analytical and problem-solving capabilities.*; Excellent stakeholder engagement and relationship management skills.*; A customer-centric mindset with a focus on continuous improvement.*; High attention to detail and strong organisational skills.*; Proven ability to work collaboratively across multidisciplinary teams.Highly Regarded Experience*; Experience managing contact centre technologies and platforms.*; Knowledge of IVR design, call routing, workforce optimisation, reporting, or related contact centre capabilities.*; Familiarity with customer experience (CX) or service design principles.*; Experience translating technical capabilities into business outcomes.*; Strong vendor and supplier management experience.For more details regarding this position please see attached position descriptions.The Department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion pageApplicants requiring adjustments can contact the nominated contact personInformation about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.Applications close 11:59pm on Sunday 1st November, 2026.